Help Desk Technician I

Planned Systems International, Inc. • San Antonio, TX

1d • Onsite

About The Position

Planned Systems International (PSI) is an Enterprise IT services company seeking multiple candidates for a local Help Desk Services project. This project will support an educational campus of multiple buildings with Help Desk, Desktop, and AV/VTC services, and manage/support all the automation deployment, configuration, and maintenance of the Windows Platform, PC’s, laptops, peripherals (printers, fax, phone, wireless, audio visual equipment, video teleconferencing, LCD TV’s/monitors, and associated software. This is a critical and large environment requiring top-notch skills and customer support. Members of this team support the U.S. Military personnel at Medical Education and Training Campus (METC) at Fort Sam Houston in San Antonio, TX. Active T3 investigation, with the ability to obtain and maintain necessary security clearances as required for access to classified information. The successful candidate will have a working knowledge of the Microsoft OS products and services at the Training Center, persons in this role will assist Tier I personnel in solving technical problems and resolving elevated issues by confirming the problem and using/finding solutions to complex issues. Candidates will also be able to handle tier 1 help desk items when necessary, and will perform onsite installations or replacements of hardware components, software repair, diagnostic testing, and troubleshooting via remote desktop connections.

Requirements

• Active T3 investigation, with the ability to obtain and maintain necessary security clearances as required for access to classified information
• Working knowledge of Microsoft OS products and services
• Working knowledge of help desk tracking system(s)
• Working knowledge of other software utilized at the center [i.e. SCCM (previously SMS), RightNow CRM, & HP Asset Manager], evidenced by experience or prior training
• Experience or prior training working with customer service (phone, live chat, email, fax, and/or remote assistance)
• 1+ years of progressively more responsible experience in a Microsoft customer service computer support environment supporting a large critical environment
• Experience supporting all facets of workstation maintenance and support to include PC’s, laptops, and peripherals
• Experience successfully handling the escalated issues in an enterprise environment
• Must hold a current Security+ certification
• Must hold one or more of the following certifications: A+ or Network+
• Proven customer service skills with customer service being their driving force
• Experience working on an Windows Help Desk team supporting the U.S. Military, a large hospital, or an academic institution
• Must be willing and able to work 8 hours shifts between 6AM – 7PM as needed
• U.S. Citizenship is required
• Ability to transfer or obtain the required clearance and/or access

Responsibilities

• Assist Tier I personnel in solving technical problems and resolving elevated issues by confirming the problem and using/finding solutions to complex issues
• Handle tier 1 help desk items when necessary
• Perform onsite installations or replacements of hardware components
• Perform software repair
• Perform diagnostic testing
• Perform troubleshooting via remote desktop connections
• Manage/support all the automation deployment, configuration, and maintenance of the Windows Platform, PC’s, laptops, peripherals (printers, fax, phone, wireless, audio visual equipment, video teleconferencing, LCD TV’s/monitors, and associated software

Benefits

• Paid leave
• Employer sponsored group medical
• Employer sponsored group dental
• Employer sponsored group vision
• Short-term disability
• Long-term disability
• Life insurance
• AD&D coverage
• Legal services
• Identity theft insurance
• Accident insurance
• Flexible spending account options for qualified medical, dental, and vision expenses
• Health saving account options for qualified medical, dental, and vision expenses
• Company sponsored 401(k) retirement plan with an employer contribution match that is immediately vested
• Professional courses
• Certifications
• Tuition reimbursement programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees